Creating Great Customer Experiences

Construction Podcast Episode 36: Creating great customer experiences

In this construction business podcast Geoff Graham, founder of GuildQuality, tells professional contractors how to boost referrals and revenues by creating great customer experiences. Graham says the first step is to ask some customers if you could spend a little time with them so you can hear first-hand what it’s like to deal with your construction company and your team. Second, create a survey with no more than 10 questions. Graham says you always want to ask about your communications, schedule and punch list, and if the clients are likely to recommend your construction or general contracting firm. Ask your customers to give you a rating on a four-point scale and to provide written comments. Send the survey to customers via email using a service like SurveyMonkey; if you don’t get responses, have someone follow up with the clients. Finally, share the survey results – especially your shortcomings – with your staff.

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